The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ... Jean Brewster of Tai Po, who spotted 13 bogus withdrawals from her credit card with the Bank of East Asia, never imagined it was such a long and troublesome process to seek reimbursement. 'Early in March 2007, I disputed 13 bogus withdrawals from one of my credit card accounts in the Bank of East Asia, all arising from two US-based companies. I never purchase things over the internet as I know of the dangers all too well. As I had never experienced this type of scam, it took a few weeks before I realised what had been happening. 'The 13 transactions amounted to a sum of HK$4,400. At the local branch where I went to complain, I spent over 11/2 hours waiting to be served, and to fill in the appropriate form to stop the card and dispute the transactions. 'Since that time I have received a letter from the bank informing me it will look into the matter, but that it would take as long as three months. After a couple of months, I received another letter informing me it would take a further nine weeks to complete the investigation. A third letter provided copies of the bogus transactions. 'I tried on numerous occasions to phone the general BEA credit card line, which is a tedious process; assistants don't seem to know what to do about specific cases; when pressed they did not seem to have all the appropriate details on file. It was only in the middle of June, after waiting 12 weeks that I was provided with a letter citing a specific person to contact. 'Since then I have also spoken to a more senior person who has tried to explain that since the time limit had elapsed, the bank is not prepared to reimburse the fraudulent withdrawals. 'One problem which has been acknowledged is that the bank assistant at the local branch in Kowloon Tong seems not to know procedures in these cases. The Disputed Transactions Form was quite complicated even for the assistant to understand; and no explanation of the time limits for disputes was pointed out. 'Secondly, the bank was inordinately slow in responding to the situation and consulting with me as to the veracity of the transactions. And most importantly, the bank did not properly monitor suspicious transactions nor in any way alert their customers. 'Other friends tell me of banks which have rung them when they suspect a transaction may be fraudulent, especially when there has recently been a highly publicised scandal about credit card accounts with bogus withdrawals. In response to this, at no time did I receive advice from my bank, nor did I receive any acknowledgement that my case might be part of this larger, more widespread scandal. The Bank of East Asia, in a reply to Take Action, said credit card holders may challenge transactions made against their accounts by completing a dispute form and submitting it within 60 days from the statement date. 'This is stated in the BEA Credit Card Cardholder's agreement and specified on the bottom of every BEA credit card monthly statement,' a spokeswoman said. In Dr Brewster's case, only two of the transactions, both from an overseas merchant, fell within the 60-day period, amounting to HK$317.19, and the two amounts were credited to Dr Brewster's card account on June 28, she added. 'We sincerely regret any inconvenience that may have been caused to the client. We have shared her case with the relevant departments in an earnest effort to prevent any recurrence of such kind.' At the same time, the bank strongly encouraged cardholders to review their credit card terms and conditions, and to check each monthly statement in a timely fashion for any possible discrepancies. Take Action has recently received a few complaints about the possible closure of the hire-car service in Discovery Bay by the Transport Department. A reader said the Discovery Bay Transit Services Limited buses were now the only public transport available, while taxis, private cars and minibuses were forbidden in the area. It would be very inconvenient for residents, especially disabled people, to travel around if the hire-car service was closed, he said. The Transport Department said it had been exploring alternatives to meet residents' needs. 'We are open to options that meet the needs of the residents, are operated in a proper manner, meet the legal requirements and are in line with our transport policy,' it said.